... Acknowledgments ... 15§§1 ... Introduction to SAP CRM ... 17§§1.1 ... Customer Relationship Management ... 17§§1.2 ... Architecture ... 19§§1.3 ... Business Functions and Applications ... 20§§1.4 ... Summary ... 29§§2 ... Master Data Configuration ... 31§§2.1 ... Organizational Management ... 31§§2.2 ... Business Partners ... 50§§2.3 ... Products ... 65§§2.4 ... Pricing ... 78§§2.5 ... Vendors ... 95§§2.6 ... Summary ... 98§§3 ... SAP CRM Middleware ... 99§§3.1 ... Role and Function ... 99§§3.2 ... Data Exchange with SAP ERP ... 101§§3.3 ... Data Exchange with an External System ... 125§§3.4 ... Data Exchange with SAP BusinessObjects Business Intelligence ...133§§3.5 ... System Setup ... 135§§3.6 ... Summary ... 152§§4 ... Business Transactions in SAP CRM ... 153§§4.1 ... Structure and Concepts of a Business Transaction ... 153§§4.2 ... Partner Processing ... 165§§4.3 ... Product Determination ... 174§§4.4 ... Campaign Determination ... 190§§4.5 ... Text, Date, and Status Management ... 196§§4.6 ... Actions ... 215§§4.7 ... Service Functions in Business Transactions ... 230§§4.8 ... Special Functions in Business Transactions ... 247§§4.9 ... Summary ... 263§§5 ... Marketing ... 265§§5.1 ... Marketing Plans and Campaign Management ... 265§§5.2 ... Segmentation ... 291§§5.3 ... External List Management ... 311§§5.4 ... Lead Management ... 316§§5.5 ... Loyalty Management ... 325§§5.6 ... Product Proposals ... 327§§5.7 ... Summary ... 340§§6 ... Sales ... 341§§6.1 ... Activity Management ... 342§§6.2 ... Opportunity Management ... 355§§6.3 ... Sales Contracts ... 363§§6.4 ... Quotations ... 378§§6.5 ... Sales Order ... 387§§6.6 ... Summary ... 430§§7 ... Service ... 431§§7.1 ... Installed Base Management ... 431§§7.2 ... Warranty Management ... 447§§7.3 ... Service Contract Management ... 458§§7.4 ... Service Order Management ... 472§§7.5 ... Service Request Management ... 497§§7.6 ... Complaints and Returns ... 503§§7.7 ... Service Resource Planning ... 514§§7.8 ... Summary ... 517§§8 ... WebClient UI ... 519§§8.1 ... Framework ... 519§§8.2 ... Component Architecture ... 525§§8.3 ... Business Roles ... 532§§8.4 ... Configuring and Customizing ... 542§§8.5 ... Application Enhancement Tool ... 559§§8.6 ... Summary ... 564§§9 ... Interaction Center ... 565§§9.1 ... Business Functions ... 565§§9.2 ... Computer Telephony Integration ... 571§§9.3 ... Multichannel Integration ... 577§§9.4... Account Identification and Account Fact Sheets ... 580§§9.5 ... Interaction Records ... 591§§9.6 ... Agent Inbox ... 592§§9.7 ... Business Transaction Routing ... 596§§9.8 ... Call List Management ... 598§§9.9 ... Interactive Scripting ... 601§§9.10 ... Knowledge Search ... 602§§9.11 ... Email Response Management System ... 602§§9.12 ... Summary ... 609§§10 ... Web Channel ... 611§§10.1 ... E-Commerce Architecture ... 611§§10.2 ... Business Functions ... 614§§10.3 ... B2B SAP CRM Web Channel ... 619§§10.4 ... B2C SAP CRM Web Channel ... 620§§10.5 ... Product Catalog ... 621§§10.6 ... XCM Settings ... 632§§10.7 ... User Management ... 639§§10.8 ... Web Channel Experience Management ... 641§§10.9 ... Summary ... 642§§11 ... SAP CRM Mobile Technology ... 643§§11.1 ... SAP CRM Mobile Overview ... 643§§11.2 ... SAP CRM Mobile Business Functions ... 644§§11.3 ... Implementing SAP CRM Mobile ... 645§§11.4 ... Summary ... 660§§12 ... SAP Cloud for Customer ... 661§§12.1 ... SAP Customer Engagement and Commerce Strategy ... 662§§12.2 ... Landscape ... 663§§12.3 ... Capabilities and Features ... 664§§12.4 ... SAP Cloud for Sales ... 672§§12.5 ... SAP Cloud for Services ... 676§§12.6 ... SAP Cloud for Social Engagement ... 679§§12.7 ... SAP Digital for Customer Engagement ... 681§§12.8 ... SAP Cloud for Customer Extensions ... 681§§12.9 ... SAP Cloud for Customer